Refund policy

Withdrawal and Returns

Withdrawal Rights for European Union Consumers Only

The following withdrawal rights apply exclusively to consumers residing in the European Union and purchasing goods subject to the statutory right of withdrawal under applicable EU consumer protection laws.

Consumers have the right to withdraw from their purchase within 14 days of receiving their order, without giving any reason.

Manufacturing defect / warranty claim:
Sartory-Billard covers return shipping costs once the issue has been confirmed.

Personal choice or change of mind:
Return shipping costs remain the responsibility of the customer.

Returns must be shipped via FedEx, DHL, or UPS with tracking.

Refunds are processed within 14 days of receiving the withdrawal request and, where applicable, the returned goods.

For orders delivered within the European Union, any VAT paid as part of the purchase price will be included in the refund.

For orders delivered outside the European Union, local taxes, customs duties, import fees, or similar charges paid to local authorities are not refundable by Sartory-Billard.

For customers outside the European Union, no statutory right of withdrawal applies. Any return, cancellation or refund request shall be subject solely to Sartory-Billard's return policy and applicable local law.

Exceptions

The statutory right of withdrawal does not apply to bespoke, made-to-order, or customized products manufactured according to the customer's specifications or clearly personalized for the customer, in accordance with applicable European consumer protection laws.